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Technical Support Specialist III

2 months ago

Austin, Texas, United States Texas Department of Aging & Disability Services Full time
Job Summary:

We are seeking a highly skilled Technical Support Specialist III to join our team at the Texas Department of Aging & Disability Services. As a key member of our IT support team, you will be responsible for providing technical assistance and troubleshooting complex hardware, software, and network performance problems.

Key Responsibilities:
  • Provide technical support via telephone and email to resolve customer issues and improve system performance.
  • Collaborate with other technical teams to identify and resolve ongoing problems and unusual situations.
  • Participate in user acceptance testing to ensure new hardware and software deployments meet quality standards.
  • Communicate effectively with internal and external stakeholders to provide information, answer inquiries, and resolve issues.
  • Train automation support staff on supported systems to enhance their troubleshooting skills.
  • Prepare and update computer application programs to improve system efficiency.
  • Perform other duties as required to support and maintain operations.
Requirements:
  • Knowledge of information systems/technology processes and procedures.
  • Knowledge of personal computers, printers, and other peripheral equipment.
  • Knowledge of current technical troubleshooting techniques.
  • Knowledge of customer service techniques.
  • Knowledge of call-tracking software such as Remedy, ITSM Remedy, or Remedy OnDemand.
  • Ability to type a minimum of 45 WPM.
  • Ability to adjust to and maintain a fast-paced workflow.
  • Ability to work independently and as part of a team.
Working Conditions:

This position requires the ability to work in a fast-paced environment with frequent interruptions. The successful candidate will be able to work independently and as part of a team, with a strong focus on customer service and technical expertise.

This position may require occasional statewide and local travel. The successful candidate will be required to maintain a regular and predictable work schedule.